"We arrived at the hotel around 2:40 after an early start and a long day travelling. When we went to check in we were told the room wouldn’t be ready till 3pm, we were fine with that. We were told to leave our luggage in a room and go and get some food and drink. We went to the pool bar which was the start of our experience in this hotel of trying to pay for things. We ordered the food, we couldn’t give a room number so we asked to pay by card, this didn’t seem to be a simple thing. The food was fine.It got to 3:30pm and we were waiting in the reception area for the phone call which didn’t happen as reception was very busy and everyone checking in took an enormous amount of time to get through the process. We saw another couple in our situation so queued again at reception like them. They were told to go away again, fortunately at this stage our room was ready. We had emailed ahead and had requested a quiet room which was acknowledged by hotel reception staff. When we got to our room it was right above the outside area where evening entertainment was held, so disappointing. My husband went down to reception and complained and they said we couldn’t have a change of room until Sunday. We thought we’d stay in the allocated room and see what it was like over night, thankfully no outside entertainment. No apology or anything, just indifference. We weren’t given pool cards, there was information about other things not provided. We asked for a bus timetable to Ayamonte, that was out of date. During our wait for our room, there were many Spanish families arriving, getting room keys, being helped with their luggage. It was apparently the end of the Spanish school holidays. Our room had a nice balcony, one of the reasons we didn’t want to change. Everything in the information book was in Spanish. The food was buffet style very few variations except fish, tropical and Spanish nights but really it was the same buffet with a few extras. The hot food was generally cold even when we went in at 7:30 when service started. We ate in the Italian restaurant one night and paid for this, nothing special at all, we should have ate out which we did for a few of the nights of our stay. The dining staff were very efficient till a lot of the Spanish families left during our stay and staffing levels diminished there were glasses and cups were on the table but you had to go in to the buffet area to fill them. The staff were mostly efficient cleaning tables but when they moved our table from a 4 seater to a 2 there was food, chips, broken glass right near our feet. Staff in the restaurant weren’t always able to provide the wine you requested, it was near on impossible to get hold of the wine list. House keeping did the minimum, we didn’t have our towels changed for days, the bed was changed two days before we left. One day we were in the room and the cleaning staff were there for less than 10 minutes, we had long dark hairs floating around in the bathroom, red ants in the bedroom and bathroom, it got worse as I dropped a crisp one day and couldn’t believe where all of the red ants came from. I reported this to reception but due to the receptionist not being able to fully understand me until I said red ants. This wasn’t dealt with as a priority. The bar times shown were not as they stated, paying here for drinks was another issue, the machine didn’t work, sometimes you signed an iPad other times you had to go back to pay. This whole process of paying was really stressful, sometimes you received a copy of what you paid for but most times you didn’t. The pool bar sold ice cream, I bought an ice cream and small bottle of water it was 6.95 euros, the ice cream we later found out was 2.9 euros in the local shop and water .29. We had stayed at this hotel 12 years ago and had a great holiday, we expected a change but it was a big disappointment. We had previously liked the hotel, the location, the fact that it’s a very Spanish area and quite quiet. What we wondered was if there was any type of emergency or something you didn’t understand who would help you. We travelled on a package holiday with Jet2 on half board basis, when we went to pay the bill every day listed on the bill, we were charged for food, fortunately we sorted the bill the night before leaving and it was sorted out the staff member who tried to blame Jet2. On our arrival we gave staff the hotel voucher which clearly stated we had booked half board. The day before we left we couldn’t get in to our room, when my husband went to sort it out they thought we were checking out then. Reception staff seemed to spend a great deal of time going through everything on the computer and then doing the same on an iPad, everything takes so long. Getting the pool towels was a fiasco, I saw a young man give some towels to a man so went to ask, he couldn’t speak much English he gave me a fob to exchange for a towel, I indicated with my fingers I needed 2, he checked with reception as I hadn’t been given these. I asked where to get the towels, he disappeared came back with 2 towels and took the fobs!! I just laughed at this. I then had to ask him later on in our stay where to take the towels when we leave. This communication was done on his computer through a translation app.
Would we stay here again, definitely not !!"
